HfS Blueprint: Contact Center Operations 2016

The Contact Center Operations Blueprint is our inaugural Blueprint in this market, presenting a look at the evolution of the Contact Center Operations market to a more agile, consumer-centric As-a-Service Economy that includes increasingly diverse talent, analytics, and platform-based services. The Blueprint also includes a comparative analysis of the innovation and execution capabilities of 18 service providers in this market.  

This Contact Center Operations Blueprint covers trends, and market direction and guidance, as well as analysis of 18 service providers: 

• Aegis
• Alorica
• Concentrix
• Conduit Global
• Convergys
• EXL
• HCL
• HGS
• HPE
• IBEX
• Infosys
• Sitel
• Sutherland
• Teleperformance
• TeleTech
• Webhelp
• WNS
• Xerox

In the service provider analysis, unlike other quadrants and matrices, the HfS Blueprint identifies relevant differentials between service providers across a number of facets under two main categories: innovation and execution.

Contact center operations services buyers are increasingly seeking more value from their engagements with providers, with the goal of improving customer experience. As a result, we see increased attention to, and capability for use of, talent and technology in areas such as automation and insight. In this Blueprint we use the Eight Ideals of The As-a-Service Economy as a significant element of our service provider assessment methodology. 

The scope of the Blueprint is business process outsourcing services support for horizontal contact center operations with a focus on interaction management services including multi-channel contact center operations as well as back office support and analytics.